SAN RAFAEL, CA -- 08/21/07 --
Market Metrix, LLC, the leading provider of
customer and employee feedback and performance tools for the hospitality
industry, today announced results of the Market Metrix Hospitality Index
(MMHI) for the second quarter of 2007. Walt Disney World Resorts, Midwest
Airlines and Enterprise Rent-a-Car ranked number one in hotel, airline and
rental car industry customer satisfaction, respectively.
Although there was a small decrease (-.1) reported in the second quarter of
2007, customer satisfaction levels in the lodging industry are at positive
record levels. This high level of customer satisfaction comes even as the
lodging industry has reduced the number of employees per available and
occupied room and while other industries, such as airlines, have
experienced declines.
Market Metrix Hospitality Index 2007 2nd Quarter YTD Winners
WINNER SEGMENT
Hotels
Ritz-Carlton 88.2 Luxury
Walt Disney World Resorts 90.2 Upper Upscale
Homewood Suites 89.4 Upscale
Holiday Inn SunSpree 83.8 Midscale w/ F&B
Drury Inns 86.6 Midscale w/o F&B
Jameson Inns 84.8 Economy
Casinos
Wynn Las Vegas 89.3 Upscale casino
Borgata Casino 89.3 Casino
Web Sites
SpringHill Suites 93.0 Hotel Brand Web Site
Priceline 75.4 Hotel Travel Web Site
Airline
Midwest Airlines 85.4 AIRLINE
Car Rental
Enterprise 83.5 CAR RENTAL
Timeshare
Disney Vacation Club 89.5 Timeshare Accommodations
Among hotels, the Upscale and Timeshare segments are performing best with
customer satisfaction results for 2007 significantly ahead of 2006. The
brands in these segments showing the biggest improvement this year compared
to 2006 include Homewood Suites (Upscale) and Marriott Vacation Club
(Timeshare). Luxury hotels, conversely, are showing declines compared to
last year with Mandarin Oriental posting the biggest drop.
Airlines continue to receive record low customer scores with a dramatic
increase in late arrivals making matters even worse. Satisfaction scores
for most airlines are down this year (e.g., Allegiant Air -6.5, Spirit
Airlines -3.3) with few exceptions (Hawaiian Airlines +3.5). Airline
customers are feeling particularly less "Pampered," "Important" and
"Comfortable" than they were last year.
The Car Rental segment was unchanged, but brand scores are very tightly
bunched, unlike the airline and hotel industries. National Car Rental and
Payless Car Rental have showed the biggest improvement this year while
Alamo has dropped sharply compared to 2006.
About MMHI
Based on 35,000 customer interviews conducted each quarter, the Market
Metrix Hospitality Index is the largest and most in-depth measure of
hospitality company performance available today. These benchmarks,
delivered through Customer Metrix, enable Market Metrix clients to compare
their results to local competitors by zip code, city, state, region,
country, and brand. The MMHI is also available by subscription.
About Market Metrix
With over 100 clients in 70 countries, Market Metrix has helped hospitality
companies turn feedback into performance since 1996. Its flagship Customer
Metrix and Employee Metrix suites provide multi-channel survey, analysis
and service improvement tools and benchmarking data for the hospitality
industry.
www.marketmetrix.com
Contact:
Mike Pharis
1-800-239-7515
